Kim Becker {aka MommyKnows}
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I am Ready to Retire …

in General

I have had the misfortune lately of having to deal with a couple of the nastiest ladies.

“The Customer is Always Right!”

I don’t think so … in fact, sometimes they are DOWN RIGHT WRONG! These same nasty customers who want something for nothing are often abusive too! However, I think it is wrong to reward bad behavior, it just perpetuates the problem.

I so enjoyed this article by ‘Cheif Happiness Officer’ – Alexander Kjerulf.

… it means that abusive people get better treatment and conditions than nice people. That always seemed wrong to me, and it makes much more sense to be nice to the nice customers to keep them coming back.

Don’t get me wrong, if I drop the ball … by all means, I want to fix it. I’ll apologize for it. Make it up to you. I’ll take steps to ensure I don’t make that same mistake again.

That said,

“NO – we will not take back the 4 potty training pants you used for six months on your twins because the elastic has worn out on one pair and you fear the other three are on their last legs as well. After 6 days … yes, 6 weeks … maybe, 6 Months … go jump in the lake!”

I am done! If you are interested in owning you own online baby store, let me know … I have one for sale!

MK xo
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19 comments… add one

  • Ashley S March 6, 2008, 11:22 pm

    I ran a retail business for a few years and something I heard at an inspirational training seminar was this:

    90% of the population are great customers who deserve great customer service and often make you want to go the extra mile, and it’s true. With the other 10% you would be better off to hand them $10 and send them away before they ever enter your store. Not that I’m telling you to reward them with money but rather it would cost you less (in product, time and energy) by handing them the money instead of dealing with their trouble and meeting their “needs”. “Always wrong” customers aren’t worth the effort, good for you for not giving in.

    Thanks for having such a great online baby store!

    Ashley S’s last blog post..What if? Why not? Here we go!

  • Jenn B March 7, 2008, 4:35 am

    I’m a big fan of southwest’s “put the customer second” policy. As a former flight attendant for a company that clearly did NOT do that & working for a brokerage firm who’s brokers used the back office (me) as a place to let off steam acquired from dealing with the general public, I’m even more adamant. In both jobs it was truly the “squeaky wheel gets the grease” & it was ridiculous. I tried to go above & beyond for all those nice quiet wheels, though it was hard having your time (& emotions…people are downright mean!) tied up on those squeaky people.

    Good for you.

    Jenn B’s last blog post..“I don’t like Ant Bites”

  • Amanda March 7, 2008, 6:01 am

    What a PITA! I don’t know how you do it…

  • Kait March 7, 2008, 7:00 am

    I cannot even imagine making that complaint as a customer! I now appreciate customer service people more.

  • witchypoo March 7, 2008, 7:04 am

    Did you have to deal with them on the phone?
    I believe that people will pull stuff that they wouldn’t dream of doing in person. They seem to forget that they are dealing with actual people.

    witchypoo’s last blog post..A Visual Comment

  • Susy-Q March 7, 2008, 7:04 am

    Dealing with customers can be a downright pain in the @$$. Try to focus on all the other customers who love shopping at your online store and appreciate your wonderful customer service!

  • Andrea March 7, 2008, 8:55 am

    Yikes…6 month old training pants? Eww. There always seem to be some of these people lurking around…even in normal life – there are a few GROUCHY ladies that are always telling me what to do with my son, and saying things like “don’t you ever feed him anything?” I hope your nasty customers leave you alone…because that is just the craziest request ever.

    Andrea’s last blog post..He loves Bamboo!

  • Julie March 7, 2008, 10:19 am

    Ugh. I completely agree with that quote you posted. I can’t stand complainers.

  • Michelle March 7, 2008, 10:55 am

    Oy, what do you *do* with people like that?! I know what you *want* to do, but that’s another story. I remember when I used to work at a bookstore, I’d calmly explain the return policy to the customers (no matter that it was also printed on a sign above the register, and on the back of the receipt). The nice customers would nod, understand why they couldn’t return the dog-eared magazine, and go on their way. The annoying, sneaky, rude, mean trying-to-get-something-for-nothing customers would yell, complain, harass, insult, and ask for the manager. And every.single.time. the manager would give them their money back, apologize, and make me look like an utter fool. I didn’t stay there long, needless to say. You continue to do the right thing, Kim, and you will be rewarded. Seriously.

    Michelle’s last blog post..ding dong, ding dong

  • Naomi March 7, 2008, 2:20 pm

    So sorry you have to deal with that kind of nonsense. Hopefully you get way better feedback on a day to day basis.

    Naomi’s last blog post..Jack in the (insulated express-delivery) Box

  • erin March 7, 2008, 2:30 pm

    You are possibly one of the nicest people I think I’ve ever dealt with online, and I was just a winner, not even a customer…some people just have nothing better to do then spend their spare time complaining, and it’s sickening!! I’m sorry that these ladies are giving you a hard time!

    erin’s last blog post..It’s Fixed!

  • Jenny M March 7, 2008, 4:22 pm

    OY, oy, oy, Wow, after working in customer service for a while, I can appreciate your sentiments!!!

  • Cindi Hoppes March 7, 2008, 8:34 pm

    Good Evening, I worked retail for 5 years in a major department store here. We were told the rules;especially about returns. I could tell when something had been worn, abused, etc. and I would politely refuse. This is true when there was no receipt on top of the state of the clothing. Of course, they would want to speak to a store manager. Invariably, they would get their way!
    I just keep telling myself to remember the good people in this world! Cindi

  • Erin March 7, 2008, 10:23 pm

    I worked hospitality and heard the same gripes from people who had perfect meals, very attentive service and they would stay and dance the night away…then compplain when the bill came that they didn’t like their food, or they would write a nasty letter later. I got the abuse form so many people who knew how to manipulate the system…it was the hardest part of being in that industry.

    The prizewinner, though, was a stupid woman who told the waiter when she was seated that she was allergic to seafood…he told her that there is nothing hiding in the food, that the menu is very clear so she can order accordingly (ie no lobster sauce on the steak). What does the silly woman order? Frog’s Legs. So you’d think it would be just fine, being “pond food” as opposed to “Sea food”, ya know? No, she slapped us with a million dollar lawsuit a month later for her hardships in having a supposedly life-endangering allergic reaction (she was fine enough to stay all night at our dining room, though). Thankfully the judge in the matter between our insurance and her scumbag lawyer didn’t succumb to the idiot-plague…he told her she was a twit, to quit while she was ahead in money-grabbing lawsuits, and that he didn’t want to see her or her name listed on any dockets. I still shake my head over that one. I mean, really???

  • glittersmama March 8, 2008, 8:09 am

    Holy cow. Definitely this week’s moron.

    glittersmama’s last blog post..Where’s My Bowl of Vinegar?

  • Jamie March 8, 2008, 8:40 am

    Okay, why is it that this is a society of gimme gimme gimme, and definitely do it for free!


    Jamie’s last blog post..Melt my heart

  • Carey March 8, 2008, 4:06 pm

    Thats hard. People are always complaining about something.
    Hope you have a better day!

    Carey’s last blog post..Party Time!!

  • jenB March 9, 2008, 1:07 am

    The pollyanna in me wants to say think that every asshole can be reasoned with, but my age says no way. people can be assholes and the customer is always right, is an OLD adage and a WRONG one.

  • katie bowen March 10, 2008, 6:45 pm

    WHAT THE HECK…these people should all be sent to some island and they can fight it out together there….sounds sorta like a Lost plot…

    Stick with it! we love your store!

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